Service Desk Coordinator (SDC) / Team Lead

Role Summary

The Service Desk Coordinator (SDC) is central to managing the Service Desk's operational efficiency. This role is instrumental in coordinating reactive service requests and incidents, ensuring swift and skilled resolution of IT issues using established department service delivery processes.

The SDC focuses on minimizing client business disruptions by providing expert and timely IT support and striving for high first-contact resolution rates. As the Service Desk Team Lead , the SDC is also responsible for coaching, team leadership, and the achievement of strategic KPI targets.

Key Responsibilities

Team Leadership & Management

• Team Lead: Serve as the leader for the Service Desk, focusing on coaching and professional development.
• Meeting Rhythm: Chair weekly Service Desk team meetings and attend one-on-one meetings with the Head of Operations.
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